The Guinness Partnership Limited (202016448)
The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond repair and left his carpet in an unacceptable condition.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,274 total decisions
13,385 maladministration found
2,422 no maladministration
167 severe cases
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
Decisions
Tower Hamlets Council (202102251)
The complaint is about the Council’s handling of the resident’s application for housing, and its handling of the resident’s queries about rent arrears.
Westminster City Council (202009817)
The resident complains about the landlord’s response to her claim for a discretionary disturbance payment, and her subsequent formal complaint about the matter.
Westminster City Council (202100773)
The complaint is about the landlord’s handling of the leaseholder’s request for repairs to his toilet and the level of compensation offered in this matter.
Anchor Hanover Group (202101483)
REPORT COMPLAINT 202101483 Anchor Hanover Group 9 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
London & Quadrant Housing Trust (202103724)
The complaint is about the time taken for the landlord to inform the resident that a potential buyer had pulled out of the purchase of her property.
Newlon Housing Trust (202100887)
The complaint is about the landlord’s: Response to the resident’s request for an EWS1 form and works start dates. Response to the resident’s request to reimburse the fees she incurred in relation to the sale of her property. Complaint handling.
Wandle Housing Association Limited (202004305)
The complaint is about the landlord’s: Response to the resident’s concerns regarding the administration of service charges. Response to the resident’s concerns regarding the Neighbourhood Officer. Complaint handling.
Westminster City Council (201810206)
The complaint was about the landlord's handling of the resident's: Reports of leaks in the property. Reports about a blocked kitchen drain. Reports of damage to the windows. Complaint and request for compensation.
North East Derbyshire District Council (201911894)
It has been difficult to engage with the resident to clarify the issues which they wish to bring as part of this complaint. Since January 2021, in their contact with this Service, the resident has referred to the following complaints: A dispute about the boundary between their garden and their …
Clarion Housing Association Limited (202001457)
The complaint is about: The level and reasonableness of the service charge. The landlord’s response to the resident’s enquiries about repairs to a dormer window at the building. The landlord’s response to the resident’s enquiries about repairs to a communal tap, pipe and guttering at the building. The landlord’s complaints …
London & Quadrant Housing Trust (L&Q) (202012737)
The complaint concerns the landlord’s response to the resident’s requests for it to replace her poorly performing heating system.
Origin Housing Limited (201904893)
This complaint is about the landlord’s handling of: a consultation with residents prior to the introduction of a parking control scheme; the related complaint.
Clarion Housing Association Limited (202101071)
The complaint is about the landlord’s decision not to repair or replace a front fence at the resident’s property.
Hammersmith and Fulham Council (202108851)
The complaint is about the length of time taken to carry out repairs.
LiveWest Homes Limited (202016064)
The complaint concerns the resident’s request for the landlord to change the classification of the property from a three bedroom to a two bedroom.
Metropolitan Housing Trust Limited (202007353)
The complaint is about the landlord’s response to the resident’s: request to repair the door-shutting mechanism to a communal door. complaint about the above matter.
Midland Heart Limited (202107053)
The resident complains about the landlord’s handling of his Voluntary Right to Buy (VRtB) application, and its response to his subsequent formal complaint.
One Housing Group Limited (202103557)
The complaint concerns the landlord’s handling of the resident’s queries relating to her service charges for the year 2016 to 2017.
Orbit Housing Association Limited (202101334)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance and her request for a management transfer for this and for medical reasons.
Slough Borough Council (202006996)
The complaint is about: The level of compensation offered by the landlord in relation to its handling of roof repairs and water leaking into the resident’s property. The landlord’s investigation into the conduct of a member of its staff. The landlord’s associated complaint handling.
Brent Council (202106027)
The complaint concerns the landlord’s handling of the resident’s reports of cracks in her home.
Home Group Limited (202008992)
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The amount of service charge the resident had to pay during the covid-19 lockdown when he says services were not provided. The landlord’s response to the resident’s concerns about grounds maintenance and pest control services. …
Midland Heart Limited (202011922)
The complaint is about the landlord’s response to the resident’s concerns with the level, and standard of work carried out in relation to his service charges.
Sanctuary Housing Association (202007219)
The resident has complained about: The landlord’s handling of repairs to the roof, including the associated damp and mould problems. The landlord’s handling of their requests for a new back door.
Aster Group Limited (202012522)
The complaint is about: The landlord’s handling of the emergency assistance pull-cord service in the resident’s property. The landlord’s handling of repairs to the resident’s hot water system at the property.
Clarion Housing Association Limited (202104088)
REPORT COMPLAINT 202104088 Clarion Housing Association Limited 5 September 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
Home Group Limited (202006473)
The complaint is about the landlord’s response to the resident’s: reports about maintenance issues at her property, including: mould; electrical safety; concerns about the investigation and removal of asbestos at her property.
Metropolitan Housing Trust Limited (202104137)
The complaint concerns the landlord’s handling of the resident’s complaint about incomplete repair work to his balcony.
Network Homes Limited (201915458)
The complaint concerns a dispute about whether the resident has sole use of the garden at the property.
Paragon Asra Housing Limited (202006279)
The complaint is about the liability for fees arising during the sale of a property.
The Riverside Group Limited (202101133)
The complaint concerns the landlord’s handling of repairs to the resident’s heating system.
Thirteen Housing Group Limited (202004485)
The complaint is regarding: The landlord’s handling of the resident’s reports of a leak in his property. The landlord’s response to the resident’s claim for the cost of new carpets following the water leak.
Yorkshire Housing Limited (202011216)
The complaint is about: the landlord’s response to a faulty door mechanism in the main entrance and the resident’s fire safety concerns. information provided to the resident around the uncapping of gas and electricity. antisocial behaviour (ASB). the resident not being provided with decoration vouchers. parking and ASB issues affecting …
Camden Council (202011960)
This complaint is about the landlord’s response to the resident’s concerns about: Delays to damp works to the lower ground access area and the rear garden wall to the resident’s property. The safety of the electrical supply equipment in the lower ground access area. This complaint is also about the …
Havering Council (202015681)
The complaint is about the landlord’s response to the resident’s request for the replacement of window vents.
Islington Council (202108137)
The complaint is about the landlord’s response to the resident’s request for repairs to her garden.
Paragon Asra Housing Limited (202105810)
The complaint is about the landlord’s handling of a potential breach of the lease agreement relating to the maintenance of the resident’s garden.
Settle Group (202101656)
The complaint is about the landlord’s handling of reports of damp and mould at the property.
Anchor Hanover Group (202012089)
The complaint is about the landlord’s response to the resident’s dispute about the allegation that he had been rude and aggressive towards staff.
Citizen Housing (202005284)
The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the floorboards, toilet, and to prevent pest access. The effect of outstanding repairs on the resident’s family’s health.
Clarion Housing Association Limited (202010222)
The complaint is about the landlord’s: response to the resident’s reports concerning damp and mould at the property. complaints handling.
London & Quadrant Housing Trust (202011249)
REPORT COMPLAINT 202011249 London & Quadrant Housing Trust 2 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London & Quadrant Housing Trust (202015465)
The complaint concerns the landlord’s handling of the resident’s reports of fumes from the vehicle garage below her home.
Sanctuary Housing Association (202015054)
REPORT COMPLAINT 202015054 Sanctuary Housing Association 3 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Clarion Housing Association Limited (202016831)
The complaint is about: The landlord’s response to the resident’s request for it to replaster her property. The landlord’s handling complaint handling.
Habinteg Housing Association Limited (202002420)
The complaint is about the level of compensation the resident was offered following delays installing a toilet at the property.
Haringey Council (202011998)
The complaint is about: The resident’s liability to pay service charges for works which she is dissatisfied with. The landlord’s handling of repairs to the resident’s guttering, roof and windowsill. The landlord’s handling of the associated complaint.
London Borough of Hillingdon (202103112)
The complaint refers to: The landlord’s handling of adaptations needed within the resident’s property. The resident’s concerns about the recommendations made by Occupational Therapy. The landlord’s handling of the associated complaint and record keeping.
Metropolitan Housing Trust Limited (202009401)
The complaint is about: The landlord’s administration of the resident’s rent and service charge account, including its response to her queries. The landlord’s complaint handling.
Decisions by year
Read the chart values
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,023 | 247 | 272 |
| 2025 | 4,476 | 513 | 709 |
| 2026 | 1,636 | 211 | 238 |
Landlords with most published decisions
Clarion Housing Association Limited
928
London & Quadrant Housing Trust
646
Peabody Trust
605
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
414
Metropolitan Thames Valley Housing (MTV)
358
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (928)
London & Quadrant Housing Trust (646)
Peabody Trust (605)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (414)
Metropolitan Thames Valley Housing (MTV) (358)
Hyde Housing Association Limited (352)
Southern Housing (343)
The Guinness Partnership Limited (332)
Notting Hill Genesis (314)
Southwark Council (304)
A2Dominion Housing Group Limited (274)